How to Cancel ADT Online
Canceling an ADT security service can be a necessary step for various reasons, such as relocating, switching to another provider, or no longer needing the service. However, ADT does not offer a direct online cancellation process through their website, which can make the process seem daunting. This comprehensive guide will walk you through the steps to cancel your ADT service, explore potential workarounds for online cancellation, and provide tips to navigate the process smoothly while avoiding penalties where possible.
Understanding ADT’s Cancellation Policy
Before initiating the cancellation process, it’s crucial to understand ADT’s cancellation policy, as it directly impacts the steps you need to take and any potential fees. ADT typically requires customers to sign a contract, often spanning 24 to 36 months, depending on your location (24 months in California, 36 months elsewhere). Canceling before the contract term ends may result in early termination fees, which can be up to 75% of the remaining monthly charges. Additionally, ADT offers a six-month money-back guarantee, but this only applies if the system is faulty and ADT cannot resolve the issue within that period.
Note: The money-back guarantee does not cover cancellations due to dissatisfaction or personal reasons; it’s strictly for unresolved system-related issues.
Key Points of ADT’s Cancellation Policy
- Contract Length: 24 months in California, 36 months in other states.
- Early Termination Fees: Up to 75% of the remaining contract balance, due immediately upon cancellation.
- Money-Back Guarantee: Applicable only within the first six months for unresolved system issues.
- Month-to-Month Renewal: After the initial contract term, your plan automatically renews on a month-to-month basis, allowing cancellation with 30 days’ notice without penalties.
- Equipment Return: You may need to return ADT equipment in a prepaid box provided by the company.
Why Online Cancellation Isn’t Straightforward
ADT’s official stance, as stated on their website, is that cancellations cannot be completed online for security reasons. This policy ensures that only authorized account holders can cancel services, preventing unauthorized terminations. Instead, ADT requires customers to contact their customer service team via phone or, in some cases, submit a written request. However, some sources suggest alternative methods or third-party services that claim to facilitate online cancellations, which we’ll explore below.
Warning: Be cautious with third-party services claiming to cancel ADT subscriptions online, as they may not be officially endorsed by ADT and could lead to complications.
Steps to Cancel ADT Service
Since direct online cancellation through ADT’s website is not available, the primary method involves contacting ADT’s customer service. Below are the detailed steps to cancel your ADT service effectively.
Step 1: Review Your Contract
Start by reviewing your ADT contract to understand the terms, including the contract duration, remaining balance, and cancellation policies. You can access your contract details by logging into your MyADT account at www.myadt.com. Check the expiration date to determine if you’re still within the initial contract term or on a month-to-month plan. If your contract is nearing its end, you may avoid early termination fees.
Step 2: Contact ADT Customer Service
Call ADT’s customer service at (800) 238-2727 or (855) 497-8573 to initiate the cancellation process. Be prepared for the representative to offer alternatives, such as reduced rates or modified services, to retain you as a customer. To streamline the call:
- Have your account number and verbal security password ready.
- Clearly state your intent to cancel and ask about any applicable fees.
- Request instructions for returning equipment, if necessary.
Step 3: Submit a Written Cancellation Request (If Required)
In some cases, ADT may require a written cancellation request. During your call, the representative will inform you if this is necessary and provide an email address or mailing address to send the request. A written request should include:
- Your full name and account number.
- The contract or service number.
- The date you wish the cancellation to take effect.
- Your signature.
Send the request to the provided address or email, such as alwaysthere@adt.com, and keep a copy for your records.
Step 4: Return ADT Equipment
ADT may send a prepaid box with instructions for returning their equipment. Follow these instructions carefully to avoid additional charges. Note that you do not return the equipment to ADT if you cancel early; the early termination fee covers the cost of the equipment installed at your property.
Step 5: Confirm Cancellation
After submitting your cancellation request, monitor your email or bank account to ensure the cancellation is processed and no further charges are applied. If you have autopay enabled, verify that it has been disabled to prevent unexpected charges.
Exploring Third-Party Online Cancellation Options
Some third-party services, such as Billshark or Emma, claim to assist with canceling subscriptions, including ADT. For example, Billshark’s website (www.billshark.com) suggests it can handle cancellations online. However, these services often act as intermediaries, contacting ADT on your behalf, and may charge a fee. Proceed with caution, as these methods are not officially supported by ADT, and there’s a risk of miscommunication or delays.
Tips to Avoid Penalties
Canceling ADT without penalties requires careful planning. Here are some strategies to minimize or avoid fees:
- Check for System Issues: If your system is faulty within the first six months and ADT cannot resolve the issue, you may qualify for the money-back guarantee.
- Relocation: If you’re moving, ADT offers a Mover’s Package that may allow you to cancel your current contract without fees and set up a new system at your new home.
- Military Exemption: Active-duty military members reassigned to a new location may cancel without penalties.
- Negotiate: During your cancellation call, negotiate with the representative to waive or reduce fees, especially if you’ve experienced service issues.
Common Challenges and How to Address Them
Canceling ADT can sometimes be challenging due to customer service tactics or unclear contract terms. Here are common issues and solutions:
- Difficulty Reaching a Representative: Call early in the morning to avoid long wait times, and avoid Fridays when call volumes are high.
- Unexpected Charges: Record your cancellation call and request a confirmation number or email to document the process.
- Pushy Retention Tactics: Politely but firmly state your intent to cancel and avoid engaging in discussions about alternative offers.
Contact ADT for Support
For additional assistance, contact ADT at:
- Phone: (800) 238-2727 or (855) 497-8573
- Email: alwaysthere@adt.com
- Website: www.adt.com
Conclusion
Canceling your ADT service requires contacting customer service by phone, as direct online cancellation is not available through ADT’s official channels. By understanding your contract, preparing for the cancellation call, and following up in writing if required, you can navigate the process with minimal hassle. Be aware of potential early termination fees and explore options like the money-back guarantee or Mover’s Package to avoid penalties. If you encounter difficulties, consider filing a complaint with your state’s consumer affairs office or the Better Business Bureau for additional support.